2013

Jeans, Babies, and Loyalty

MaritzCX

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries.

Augmented Reality As a Selling Tool

MaritzCX

One of the many benefits of having kids in university is that it keeps you more current on technology than, perhaps, you might normally be. Our oldest son (the future mechanical engineer) showed me something this past weekend that was, frankly, remarkable.

Tools 283

Year In Review: Our Ten Most Read Blog Posts of 2013

MaritzCX

We covered a lot of ground here on the Allegiance blog in 2013, from program design recommendations to leadership lessons to industry trends. Here’s a chance to catch up on what you missed by reviewing our ten most read posts from this year. Enjoy!

Trends 260

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

More Trending

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

Glad I Was Able to Help

MaritzCX

On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.

260
260

Glad I Was Able to Help

MaritzCX

On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.

260
260

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome.

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome.

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

Mobile rendering vs optimisation: what’s the difference?

MaritzCX

One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach.

How SmartProbe™ helps you improve brand performance

MaritzCX

In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based?

Brands 260

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

You can’t just build it and hope that they will come

MaritzCX

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Brands 260

The Unexpected Customer

MaritzCX

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts.

Best. Day. Ever.

MaritzCX

When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I thought of my unique interview experience when I first came to Maritz in 2006.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

Mobile rendering vs optimisation: what’s the difference?

MaritzCX

One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach.

How SmartProbe™ helps you improve brand performance

MaritzCX

In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based?

Brands 260

You can’t just build it and hope that they will come

MaritzCX

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Brands 260

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Best. Day. Ever.

MaritzCX

When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I thought of my unique interview experience when I first came to Maritz in 2006.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.